Implementation Manager
Bankjoy
Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), AST (UTC -4), NST (UTC -3:30)
The Role
We're looking for a talented Implementation Manager to join Bankjoy! You will be responsible for project managing new software implementations and deliver the best possible customer onboarding experiences to our growing national customer base of credit unions and banks. You’ll be responsible for delivering a high standard of customer experience and driving sustainable, long-term customer adoption of Bankjoy’s digital banking products. This customer-facing role requires stellar relationship management, problem-solving,training skills and technical troubleshooting to drive value outcomes for customers.
In this role, you will:
- Lead full project life cycle ownership to provide successful, efficient implementation and onboarding experiences for customers.
- Establish a rapport with customers, gain an understanding of their needs, and successfully guide them through the account setup and software implementation process launching them towards self-sufficiency.
- Work closely with Bankjoy’s Sales, Product, Support and Customer Success teams to ensure seamless handoffs and internal communication that drives long-term customer adoption, retention and satisfaction.
- Communicate project progress to internal teams and customers on a regular basis; identify and promptly raise any issues or delays as they arise with a mindset towards problem-solving.
- Oversee and manage several customer implementation projects in parallel and in a timely manner.
- Document onboarding projects in an organized and transparent way.
- Develop, execute and improve customer on-boarding playbooks and processes to eliminate internal inefficiencies.
- Implement best practice tracking and monitor metrics on the success of customer implementations to identify opportunities to streamline key processes and make informed decisions about operational changes.
- Work closely with developers in agile team to prioritize implementation tasks.
What you bring:
- 7+ years experience in onboarding, implementation or customer success management role, preferably within an enterprise SaaS company
- First-hand experience working with large, national banks and knowledge of the Fintech industries is a BIG plus.
- Sufficient technical aptitude to quickly learn Bankjoy's applications and the business rules that govern banking to understand the context for integrations with customer systems.
- Strong customer focus and solutions-oriented mindset.
- Ability to manage several onboarding projects concurrently while addressing each customer's specific needs.
- Experience using project management and customer relationship management systems such as Smartsheet
- Desire to exceed goals and achieve results; satisfaction derived from meeting deadlines and finishing projects.
- Strong organization skills, a relentless attention to detail, excellent written and verbal communication skills.
- Thrives in the fast-paced, dynamic start-up environment inherent to a high-growth technology company like Bankjoy
What you get:
- A fast-paced and collaborative environment
- Stock options at a well-funded startup in high growth
- 100% medical, dental and vision coverage
- 401(k) plan with company matching
- Generous PTO policy
- Performance-based bonuses
Equal Employment Opportunities at Bankjoy
Bankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.
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